General FAQ's
Do I need a phone line in order to receive Xplornet's service?
No - Xplornet's high-speed Internet service does not require a phone line, so you can call a friend and surf online at the same time.
What will I receive when I purchase my Xplornet service?
When you subscribe to Xplornet you'll receive a reliable high-speed Internet service, a quality installation performed by a professionally certified installer and industry leading technical support, available 24 hours a day, 7 days a week.
Do I need to log in to receive the high-speed connection?
No - the Xplornet service is always on and always ready so you never have to log in and log out. By virtue of not having to log in there is no username and password to remember, unlike other Internet services.
Will I be able to network more than one computer or user to this service?
Yes - you can connect multiple desktop computers and/or laptops using a single Xplornet connection. However you will need to install network equipment such as a router (i.e. D-Link, Linksys, SMC or similar consumer router) For more information about routers please contact your local computer services store.
Can I install my own service?
Currently there is no self-installation option with Xplornet's service. However, professionally certified installation specialists will quickly and efficiently install the equipment and activate your broadband service.
Can I access my e-mail if I'm on the road?
Absolutely. With your Xplornet subscription you'll receive our Web Mail service at no additional cost. Web Mail allows you to access your e-mail from any Internet connection, anywhere in the world.
Are any special approvals required for the installation of my Xplornet service?
You are responsible for any and all required approvals, permits, etc. The professionally certified Xplornet installer will assume that all required approvals and permits have been secured. We suggest that you call your local City Hall to verify requirements or contact your landlord to attain consent as necessary.
What are the minimum computer requirements for Xplornet's service?
To see the minimum computer requirements please click here.
What is satellite high-speed Internet?
Satellite
high-speed Internet is used in locations where
terrestrial Internet access is not available. There are
three types of satellite Internet service:
- One-way multicast,
- One-way with terrestrial return, and
- Two-way satellite access - this is what Xplornet offers.
Two-way satellite access means that data is both downloaded and uploaded via satellite. Some satellite systems (i.e. one-way systems) download via satellite, but upload through your telephone line using a dial-up modem. This is a slower uploading process and it ties up your phone line when you're on the Internet. Two-way service means much faster downloads and uploads that don't tie up your phone line.
For information about Xplornet's two-way satellite high-speed Internet service please click here.
Where is the service available?
Xplornet's satellite high-speed Internet service is available everywhere in Canada. As long as you have a clear, unobstructed view of the southern sky you are eligible to receive this service.
How fast is this service?
Xplornet's satellite service will provide an always-on connection to the Internet with various data transfer speeds and price points to satisfy a wide range of user requirements. Maximum transfer speeds are as high as 2 Mbps. However, the average consumer may be satisfied with much lower speeds and lower monthly rates.
How much will the service cost?
Service packages are available starting at $54.99/mth. One-time equipment and installation fees are extra.
What kind of equipment will be needed to connect to the service?
Customers will need a satellite dish, which can be installed on a roof or wall, cables and a small indoor unit (modem), which is connected to your computer. The satellite dish, cables and indoor unit are sold as a package at competitive prices.
Can I install the Xplornet satellite equipment myself?
No. Because Xplornet's satellite equipment is highly sophisticated and Industry Canada regulations for installing and pointing the dish are very stringent, the equipment must be professionally installed by a certified Xplornet installer.
Can I also use Xplornet's satellite service for my business needs?
Absolutely. Xplornet offers a wide range of packages designed to meet the needs of any small - including home office and teleworker - medium or large business.
If I have satellite TV, will I need to have 2 dishes?
Yes, the current service offering will require an additional dish. In order for customers to receive Xplornet's service and satellite TV service, the dish would need to be considerably larger (and more expensive) than customers would find acceptable.
Is Xplornet's satellite service mobile? (Will it Work With RVs, Motor Homes, etc)
Xplornet does offer mobile high-speed Internet using the MotoSAT system. To learn more about Xplornet's MotoSAT system please click here.
What is Transmission Latency?
Latency refers to the time it takes for signals to travel to and from the satellite. (Any signal you send from your computer via satellite has to travel over 22,000 miles to space and back again on both the forward and return trip in order to deliver your information.) This typically creates a sub-second lag. For this reason, Xplornet's satellite service may not be ideal for any Internet activity requiring real time data. (Examples include: Online trading and gaming. Essentially any online activity requiring real-time data transfers)
What software and online activities might be incompatible with Xplornet's satellite service?
General
Your satellite connection shouldn't prevent you from doing the things you like on the Internet. However, due to transmission latency certain time-sensitive Internet applications won't deliver optimum performance over a satellite connection.
Ka-band powered by Telesat
Most client side applications will work with the Ka-band service. However, certain restrictions prohibit the use of server side applications, such as an FTP server. If you're looking to run server side applications we recommend you look at Xplornet's Ku-band service.
By virtue of using a public (dynamic) DHCP address most Virtual Private Network (VPN) and Voice Over IP (VOIP) applications are compatible with the Ka-band service. If you choose to use third party applications like these with your Xplornet service, we recommend you contact the vendor for support and troubleshooting issues.
